Ivan Rodriguez Email & Phone Number

Santo Domingo Oeste, Santo Domingo, Dominican Republic

-Reporting to the operations manager, working with managers and staff towards the ensurement of a smooth business environment with the focus of optimal sales performance-Ensuring administrative tasks are completed as needed in the organization-Collaborating with different departments to increase overall work performance-Identifying operational risks and opportunities, and providing solutions for the same, together with the help of relevant departments-Overseeing different programs inside the company to improve the overall organization operation

Dominican Republic

-Acts as primary interface towards Customer for activities, issues, related to scope of Care contracts, including Customer complaints, corrective actions, changing requirements, for Mobile Networks products-Manages all Care phase operations, implements customer contracts and delivers services included in the Care Service portfolio-Builds customer intimacy and trust, contributing to identification and creation of up-selling opportunities, pre-sales and sales/tendering processes, reflecting into planning Care deals-Leads Care contract life-cycle, ensuring proper and timely: contract handover from Sales and/or Delivery to Care phase, services delivery team readiness (including 3rd party services and products), contract renewal/extension and closure-Ensures and monitors Care contractual commitments are met, maintained, regularly reviewed and agreed with customer; continuously looking for service quality and customer satisfaction improvement-Provides accurate financial forecasting (direct costs, risk contingency) and internal reporting of Care contracts-Monitors and controls contract deliverables so that they are provided within approved budget, profitability forecast, planned scope and expected quality; takes corrective actions for under performing contracts-Ensures Care services revenue recognition and guarantees data quality so that all Care information systems reflect contract obligations reliably (e.g. entitlement, installed base contractual status, project financials)-Prepares and executes effective communication plan for customer and all relevant internal stakeholders, ensuring proactive communication of relevant information for setup and continuity of services (e.g. Care plan, EoL/EoS, retrofits)-Contributes to support processes (e.g. approving, tailoring and communicating Customer outages reports, triggering management escalation process, taking the lead in Customer communication in case of severe incidents and outages)

Dominican Republic

-Acts as primary interface towards Customer for activities, issues, related to scope of Care contracts, including Customer complaints, corrective actions, changing requirements, for Cloud & Network Services Business Applications products-Manages all Care phase operations, implements customer contracts and delivers services included in the Care Service portfolio-Builds customer intimacy and trust, contributing to identification and creation of up-selling opportunities, pre-sales and sales/tendering processes, reflecting into planning Care deals-Leads Care contract life-cycle, ensuring proper and timely: contract handover from Sales and/or Delivery to Care phase, services delivery team readiness (including 3rd party services and products), contract renewal/extension and closure-Ensures and monitors Care contractual commitments are met, maintained, regularly reviewed and agreed with customer; continuously looking for service quality and customer satisfaction improvement-Provides accurate financial forecasting (direct costs, risk contingency) and internal reporting of Care contracts-Monitors and controls contract deliverables so that they are provided within approved budget, profitability forecast, planned scope and expected quality; takes corrective actions for under performing contracts-Ensures Care services revenue recognition and guarantees data quality so that all Care information systems reflect contract obligations reliably (e.g. entitlement, installed base contractual status, project financials)-Prepares and executes effective communication plan for customer and all relevant internal stakeholders, ensuring proactive communication of relevant information for setup and continuity of services (e.g. Care plan, EoL/EoS, retrofits)-Contributes to support processes (e.g. approving, tailoring and communicating Customer outages reports, triggering management escalation process, taking the lead in Customer communication in case of severe incidents and outages)

Dominican Republic

-Primary technical liaison between the Customer and Nokia Care organization for technical support activities related to Cloud and Network Services' Business Applications' products, building a trusted advisor relationship with the Customer and responsible for Customer satisfaction-Acts as a resource having updated and detailed technical knowledge of customer network, NPI and Rollout activities, as well as product expertise-Represents the Technical Support Service in front of customer, managing difficult situations and conflict resolutions-Represents customer within Nokia for Technical Support Service activities-Provides customer-facing communication regarding operational, technical and quality issues. Makes timely recommendations to customer-Supports Emergency Management team in technical aspects of Outage management-Aware of customer tendering-negotiations, can make suggestions, raise concerns, share sales opportunities with sales and project teams

Dominican Republic

-Primary technical liaison between the Customer and Alcatel-Lucent's Technical Support organization for technical support activities related to IP Platforms products-Builds trusted advisor relationship with the Customer and responsible for Customer satisfaction-Acts as a resource having updated and detailed technical knowledge of Customer network, New product introduction and Rollout activities, as well as product expertise-Represents the Technical Support Service in front of customer, managing difficult situations and conflict resolutions-Represents customer within Alcatel-Lucent for Technical Support Service activities-Provides customer-facing communication regarding operational, technical and quality issues. Makes timely recommendations to customer-Supports Emergency Management team in technical aspects of Outage management-Aware of customer tendering-negotiations, can make suggestions, raise concerns, share sales opportunities with sales and project teams

Dominican Republic

-Responsible for Long Distance Interconnection (LDI) platform operations-Intermediary contact between Commercial and Technical Departments for Long Distance and Roaming Services-Long Distance Interconnection Assistance & Troubleshooting (SIP/H.323/ISUP) for International Voice Carriers (TATA, IDT, IBASIS, AT&T, BELGACOM/BICS, FTLD, SPRINT, TIM, VERIZON, among others)-International Carriers VoIP Provisioning (SIP/H.323 Peering and Trunk Expansions)-Roaming Technical Assistance for Inbound/Outbound Roamers-Voice & Data Services Troubleshooting for Local Subscribers-IREG Testing & Troubleshooting (IR24, IR32, IR35, IR50, IR60)-Interconnection Services Troubleshooting (TDM/ISUP) for Local Operators-Local Number Portability Troubleshooting (EPAP)-SS7 Troubleshooting (MAP, INAP, ISUP)-Number Analysis Handling and Modifications (B-number, MSISDN, Global Title, Routing Case, etc.)-VoIP KPI monitoring on GENBAND/ACMEPACKET Platforms and Fault Corrections-Core Network KPI monitoring (CS/PS) and Fault Corrections-On Call Support for GSM/UMTS PS/CS Operations-Handling Service Calls, Work Orders, and Emergencies with follow up through vendors by Customer Service Request (CSR), Problem Request (PR), Root Cause Analysis (RCA)-Acme Packet O&M (SBC, H.323, SIP)-Pre-emptive/Corrective Maintenance (CS/PS):*Backups/Lifelines*Hardware Replacement (e.g. CP, RP, ET155, APG, OMU, RE, etc.)*Health Checks*Software upgrades (e.g. Ericsson’s SW Packages: IPA, EPA, ACA, IAM, AGM, etc.)*Software Patches and Corrections for Core Network nodes (MSC, MSC-S, HLR, MGW, SGSN-MME, GGSN, STP, EPAP, SBC, NEXTONE)*Tekelec Eagle STP Health Checks/Upgrades*Acme Packet SBC Software Upgrades

Dominican Republic

-Ericsson Equipment O&M (AXE Platform, BSC, BTS, APG40)-BSC/RNC Operation & Maintenance (Local/Remote)-BSC/RNC Backups and Lifelines-BSC/RNC Faulty Card Replacements (e.g. RPG, CP, APG, ET155, IPN, etc.)-BSC/RNC/BTS/UMTS Software Upgrades-BTS/UMTS Remote Troubleshooting Support to On-Field Technicians at Radio-sites-BTS/UMTS Integrations & Capacity Expansions

Dominican Republic

-Technical Internship-Ericsson GSM RBS Series 21xx, 22xx, 23xx (BTS) On-Field Deployment, Integrations, Expansions & Troubleshooting Support-Ericsson RBS OMT Tool usage for RBS cabinet configuration and integration/expansion scripts load/verification

Master Of Business Administration - Mba, Business, Management, Marketing, And Related Support Services

Master Of Science (M.Sc.), Telecommunications Engineering Technology

Activities and Societies: Latin Rhythm Dance Club

Bachelor Of Science (B.Sc.), Electronics & Communications Engineering

High School Diploma, Science And Literature